Course Description
Course Overview
Learn the secrets to successful telephone customer service and kickstart your career as Call Centre Representative, with this video-guided training course. This Online Call Centre Training Course is designed to provide learners with the skills they’ll need to speak like a star, handle difficult customers, train employees, and carry out other essential call centre duties.
Through case studies and video lessons, you will learn how to improve your telephone etiquette, with tips and techniques for handling complaints, leaving voicemail messages, and managing inbound/outbound calls. You’ll also learn some useful strategies for minimising phone distractions to maintain a high standard of customer service at all times.
By the end of this course, you will have an excellent understanding of the principles of proper phone language, as well as the skills to maintain high customer satisfaction by developing proper phone etiquette.
Take your telephone customer service skills to the next level and improve your performance to earn regular bonuses!
What You Will Learn
This Call Centre Training Course is designed to teach learners the essential skills required to succeed in a telephone customer service role. It covers the fundamentals of telephone etiquette, staff training methods, industry best practice, and much more.
- How to Speak Like a Star
- How to Handle Rude or Angry Callers
- An Introduction to Basic Telephone Etiquette
- Skills Required to Work in a Professional Call Centre
- Providing Excellent Telephone Customer Service
- Goal Setting and Benchmarking
- Closing techniques and Wrapping Up
- How to Handle Voicemail Messages
- Methods of Training Employees
- Ways to Eliminate phone Distractions
Why You Should Choose This Course From iStudy
Study at your own pace
Full Tutor support on weekdays (Monday – Friday)
Fully compatible with any device
Free Printable PDF Certificate immediately after completion
No prior qualifications are needed to take this course
No hidden fees or exam charges
CPD Qualification Standards and IAO accredited
Efficient exam system, assessment, and instant results
Our customer support team is always ready to help you
Gain professional skills and better earning potential
Certification
After completing the course you’ll receive a free printable CPD accredited PDF certificate. Hard Copy certificate is also available, and you can get one for just £9!
Accreditation
This course is accredited by Continuing Professional Development (CPD). It is a recognised independent accreditation service.
Enrol today and learn something new with iStudy.
You’ll find a full breakdown of the course curriculum down below, take a look and see just how much this course offers. We’re sure you’ll be satisfied with this course.
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Module One – Getting Started 00:15:00 -
Module Two – The Basics (I) 00:30:00
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Module Three – The Basics (II) 00:30:00
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Module Four – Phone Etiquette 01:00:00
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Module Five – Tools 01:00:00
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Module Six – Speaking Like a Star 00:30:00
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Module Seven – Types of Questions 01:00:00
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Module Eight – Bench marking 00:30:00
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Module Nine – Goal Setting 00:30:00
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Module Ten – Key Steps 01:00:00
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Module Eleven – Closing 01:00:00
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Module Twelve – Wrapping Up 00:30:00
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Call Centre & Customer Service Skills Training- Activities
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Module One – Getting Started 00:30:00
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Module Two – Aspects of Phone Etiquette 01:00:00
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Module Three – Using Proper Phone Language 01:00:00
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Module Four – Eliminate Phone Distractions 01:00:00
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Module Five – Inbound Calls 01:00:00
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Module Six – Outbound Calls 01:00:00
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Module Seven – Handling Rude or Angry Callers 01:00:00
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Module Eight – Handling Interoffice Calls 01:00:00
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Module Nine – Handling Voicemail Messages 01:00:00
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Module Ten – Methods of Training Employees 01:00:00
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Module Eleven – Correcting Poor Telephone Etiquette 01:00:00
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Module Twelve – Wrapping Up 00:30:00
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